Lucine's Auto Sales and Leasing, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The broken phone was shipped today.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I ordered Motox pure edition. My order confirmation shows same thing. If it is not in sale why did you guys accept my order and confirm my order? 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because Motorola attempted to fix this phone previously and was unsuccessful. I no longer trust Motorola to repair this phone and am tired of dealing with the difficulties associated with Motorola trying to ship me a phone to my PO box address. The fact that I was past my initial 14 day warranty was not by my own fault. The day the phone was ordered we cancelled the order online. When Motorola then called the next day to verify an address we tried again to cancel the order and your representative told us it wasn't possible as the order was already being processed. This may have been illegal per the the federal "Cooling Off Rule" which allows for cancellation of online purchases over $25 within 3 days of purchase. I'm not sure why my father was denied the ability to cancel this order over the phone after the Motorola website had failed to complete the cancellation the night before. Once the phone stopped working correctly, which was about 4-5 days after using the phone, I was told by a Motorola representative over the phone that I could get a refund due to the unique circumstances surrounding this purchase and where I was living at the time. This call was likely recorded and I would like to know how to request obtaining that recording as proof. When a client calls customer service they have to trust that the representative on the line isn't giving false information or misleading them. I don't know why that refund was later denied but we had come to an agreement of a refund over the phone. Additionally, when my father first filed a complaint with the Revdex.com he compromised and agreed to a replacement phone being sent to us. Again we were mislead by Motorola, or they are just incredibly disorganized, because we were given the same malfunctioning phone that had just been reassembled. To me a "replacement" means a different/new phone, obviously Motorola meant something else. If Motorola cant afford to give me my $230 back then they could at least offer to give me a brand new phone instead of offering a 2nd attempt at repairing the same issues in the same phone. Its obvious to me that Motorola is unconcerned with customer satisfaction which is why I just want a refund. I no longer want to have to identify myself as a Motorola customer. If I continue to get the same textbook response about the 14 day warranty, it will be clear that nobody is really paying attention here and I will call Motorola yet again in an attempt to connect with someone who might actually listen or care about this incident.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because, I have asked since November to redesign my device and have been given excuses that first it was too long out of date to return I had a...

two week return policy mind you they build the phone in three weeks. The device has been faulty since receiving it and having them tell me all I am getting is like for like for a design I didn't like upon receiving is unacceptable. Either they can give me the chance to redo my device like how I want or a complete  refund 
Sincerely,
Jeffrey [redacted]

This is resolved. The customer was refunded on 12/14.

Revdex.com:YOU DON'T EVEN CARE TO OFFER AN APOLOGY?  PLEASE UNDERSTAND YOU AND YOUR CUSTOMER SERVICE REPRESENTATIVES ARE ABYSMAL AND THAT I WASTED MANY...

HOURS CALLING AND PUTTING TRUST IN YOUR COMPANY TO DO THE RIGHT THING.  UNDERSTAND THAT THAT TRUST IS GONE AND I WILL NEVER BUY YOUR PRODUCTS AND WILL NEVER RECOMMEND YOUR PRODUCTS TO FRIENDS AND FAMILY.  THERE IS NOTHING WORSE THAN A CUSTOMER SERVICE REP SAYING'TRUST ME, WE'LL TAKE CARE OF IT' ONLY FOR THEM TO DO NOTHING.  ABSOLUTELY AWFUL.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Sincerely,
[redacted]

A replacement device is shipping via [redacted] tracking number [redacted] and expected to be delivered on Tuesday, 4/5.

Complaint: 10979666
I am rejecting this response because: this is the 3rd...

time I had to call in 1 month and I get the same response. I will wait to see if indeed I get a replacement. Each time I call, I get a different answer.I will not accept until I get a replacement watch that works.
Sincerely,
Debra [redacted]

The damage is indeed...

covered under our warranty. However, we will not be waiving any fees if the customer wishes to process an Advanced Exchange and receive a replacement first. If the customer does not wish to pay any fees or place a hold on their credit card we provided another replacement. The customer would need to send their device into us first. Once we get it a replacement would ship out in 4-5 business days. If the customer does not wish to take advantage of our replacement options we consider this resolved.

The customer has been in contact with our Universal Command Center. We would be happy to replace the the device with a like for like model with a 25% discount on the out of warranty fee. If the customer does not wish to proceed we consider this resolved.

We do not have control over the updates on the customer's device. The customer spoke with our Level 3 Technical Support Team on Thursday and was explained that we have no control over the apps and they would need to reach out to [redacted].

Initial Business Response /* (1000, 5, 2015/09/11) */
Contact Name and Title:[redacted]
Contact Email: [email protected]
Per our warranty it does state that we [redacted] 1 repair the customer device, 2 replace the customers device with a new or reconditioned device, or 3 refund the customer at our...

sole discretion. The warranty can be viewed at the below link
https://motorola-global-portal.custhelp.com/euf/assets/downloads/MOTOROLA%20MOBI...⇄
The customer has not completed the necessary troubleshooting steps. We are not in the position to refund the customer. However, we would be more than happy to replace the customers device after the necessary troubleshooting steps have been completed. If the customer follows the troubleshooting steps and they are not successful we can process a replacement if the customer wishes. However, the replacement device [redacted] be reconditioned/ refurbished.

The authorization holds have been reversed and the customer has been refunded the Premium Fee. The funds should reflect back in the customer's account within 3-5 business days. If the customer would like to process a new exchange on the defective replacement we would be happy to assist.

We will reach out to the customer.

Our warranty states that repairs made through non Motorola service centers voids the manufacture warranty. Therefore, when the customer took their device to RX Tech and they fixed the port this voided the customers warranty. We are not in the position to repair/replace the customers device and...

consider this resolved. Below is a link to our warranty. https://help.motorola.com/hc/apps/settings/legal/global/en-us/index.h...⇄

Complaint: [redacted]
I am rejecting this response because: Motorola has replaced my phone with a phone I can't use and disposed of my phone without my permission. The only resolution to this complaint that I will accept is to provide me with a phone like the phone I sent to them that I can use on the [redacted] network.
Sincerely,
[redacted]

The customers device has been sent back via [redacted] tracking number [redacted] and is expected to be delivered on Monday. The customers device was purchased from an unauthorized seller. Therefore, the warranty is not valid and we will not be replacing/repairing the customers device. We...

consider this resolved.

Please call customer service to process a new RMA. The RMA that was processed did not go through because the credit card used to process was declined by the customer's bank.

Initial Business Response /* (1000, 5, 2015/07/06) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@motorola.com
The customer has been provided with our replacement options and is not satisfied with the options available. If the customer would like to process a replacement they may choose...

between the options available. Return and Exchange or an Advanced Exchange.
Return and Exchange: We send the customer a prepaid shipping label. Once we receive the defective device a like new replacement will be shipped out within 3-4 business days.
Advanced Exchange: We will ship out the replacement device first. We charge a $24.99 premium fee and a place an authorization hold/freeze for $500 plus tax. Once the like new replacement is shipped out the customer has 5 days to return their defective device. Once we receive the defective device the authorization hold/freeze will be released from the customer's account within 7-10 business days.
We consider this resolved.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except this response because I have complied with everything I am suppose to do and have followed every step before finally coming to Motorola to get this problem fixed. I paid for a brand new phone and I have put up with at least two "like new" phones already. I am not going to get another like new phone to have all of the same problems again. I have been patient and done everything I am suppose to on my end by following everything I have been told to do with these phones. Now I am not able to put on hold $500 that I do not have; I am a college student, that money is not easy to come by. The first option of being phoneless is not an option because my phone is needed for work related reasons as well. It is time for you, Motorola, to compromise with me, the customer. I am so tired of these issues and that's all I've had since I got this phone. I want a brand new phone not a "like new" phone.
Final Business Response /* (4000, 9, 2015/07/08) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@motorola.com
The customer has processed the previous replacements directly with their carrier. If the customer would like to process a replacement with us these would be our options. If the customer cannot process an Advanced Exchange they may process a Return and Exchange. If they are unable to be without a device through this process we recommend they contact their carrier for a loaner device.

The customers warranty is over. As stated previously we would be happy to assist the customer but they need to go through troubleshooting before another replacement can be processed. If troubleshooting is not successful and a replacement is processed the customer will need to pay the out of warranty fee. Again if the customer does not wish to do this we consider this resolved.